Case Studies

A nationwide energy firm wanted to explore critical moments in the digital experience that caused its residential customers to abandon the digital channel and create a roadmap for improvement initiatives. Though the company is a leader in its industry with ample data on digital and call center experience, it struggled to understand and address consumers’ channel switching and task completion behaviors. Andrew Reise analyzed opportunities, micro-journeys, and key journey moments to help the company determine the best path forward.

A large specialty insurance provider wanted to gain clarity on the critical moments that drive loyalty. Andrew Reise helped create both the member and agent lifecycles with validation through qualitative and quantitative research. The research findings were mapped across the lifecycles and uncovered clear opportunities for business growth. As a result, the insurer is positioned with a new voice of member and agent strategy that captured the right feedback at the right time to uncover ongoing insights in the moments that mattered most.

A large specialty insurance provider looked to elevate the member and agent experiences while simultaneously growing the business. Although the company was measuring NPS and had scores higher than industry peers, this wasn’t translating into higher revenue. Our team used our strategic CX measurement methodology to identify what metrics to use and what touchpoints to measure to resolve this dilemma.

Andrew Reise assisted a large BCBS health plan to develop an enterprise wide VoC program and evaluate technology providers to support their business needs. The project effort focused on evaluating current VoC capabilities and defining business requirements to assess technology vendors. These were used to gain cross functional alignment and develop the ideal future state. An RFP was conducted to assess and score several enterprise VoC vendors. This project provide our client with a VoC program roadmap, an enterprise VoC technology platform best suited to meet the business needs and allowed them to rationalize their existing vendors to reduce costs.

A client tapped us to help them implement their new brand promise: providing customer service that would differentiate them from the competition. For two years we were an integral part of their team, working to achieve what ultimately was a huge success. Together, we were able to implement eight new customer-centric offerings that would further differentiate the company as a customer experience leader. Not surprisingly, when you work with someone for a while, you become friends. When our client (friend) was looking for a vintage jersey for his son, we found one.